Avaya Call Center Reporting Upgrade Guide

Upgrading from Call Center Reporting

to Reporting for Call Center

www.nortelnetworks.com

Table of Contents

Change History...................................................................................1

How to use this guide ........................................................................2

Introduction............................................................................................................. 2

How this guide is organized ................................................................................... 2

Introduction ........................................................................................3

Introduction............................................................................................................. 3

New! Brand New Product Architecture.............................................................. 3

New! Browser Based Interface.......................................................................... 3

New! Web Host PC software............................................................................. 3

New! There is No ‘Multiple Client’ software to install ........................................ 3

New! There is No ‘Upload of Call Center Configuration’................................... 3

Can the old Master PC be used as the Web Host PC? .................................... 4

Do I have to remove the old Nortel Networks Call Center Reporting

2.5, 3.0 or 3.5 software?.................................................................................... 4

Can the new software co-reside with the old software?.................................... 4

Minimum PC and Operating System Requirements ......................................... 5

Operating System Compatibility........................................................................ 5

Installation ..........................................................................................7

Introduction............................................................................................................. 7

Installation prerequisites......................................................................................... 7

Installing Nortel Networks Reporting for Call Center software ............................... 8

TCP/IP Protocol................................................................................................. 8

Checking whether the Windows Networking Component Is Installed............... 8

Installing Nortel Networks Reporting for Call Center.............................................. 9

Configuration....................................................................................18

Quick Steps to Configure Nortel Networks Reporting for Call Center.................. 18

Before You Begin ............................................................................................ 18

Logging In........................................................................................................ 18

Changing Default Password................................................................................. 19

Administration Menu............................................................................................. 21

Call Center Connection ................................................................................... 21

Verification........................................................................................24

Accessing the Real Time Screens ....................................................................... 24

Reporting Option ............................................................................................. 24

Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 (1)

able of Contents

References........................................................................................31

Index..................................................................................................32

Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 (1)

iii

able of Figures

Table of Figures

Figure 1: InstallShield Initialization Dialog ................................................................................................................10

Figure 2: InstallShield Windows Installer Configuration Dialog ................................................................................10

Figure 3: InstallShield Wizard Start Dialog.................................................................................................................11

Figure 4: License Agreement Dialog...........................................................................................................................12

Figure 5: Customer Information Dialog ......................................................................................................................13

Figure 6: Choose Destination Location .......................................................................................................................14

Figure 7: Setup Status Dialog......................................................................................................................................15

Figure 8: Database Installation Dialog ........................................................................................................................15

Figure 9: Java Installation Dialog................................................................................................................................16

Figure 10: Installation Complete Dialog .....................................................................................................................16

Figure 11: Log In page ................................................................................................................................................19

Figure 12: Change Password Page...............................................................................................................................20

Figure 13: Administration Menu Page.........................................................................................................................21

Figure 14: Call Center Connection Page .....................................................................................................................22

Figure 15: Administration Menu page.........................................................................................................................24

Figure 16: User Main Menu ........................................................................................................................................25

Figure 17: Real Time menu page.................................................................................................................................26

Figure 18: Real Time Summary Skillset Selection page .............................................................................................27

Figure 19: Real Time Summary Skillset Selection page with all Skillsets Selected ...................................................28

Figure 20: Real Time Summary screen .......................................................................................................................29

Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 (1)

Change History

Issue 01 (01) – 15-Dec-2003

1. Original Release.

hange History 1

Issue 1 (1) Upgrading from Call Center Reporting to Reporting for Call Center

ow To Use This Guide 2

How to use this guide

Introduction

This guide is designed to guide you through the process of upgrading an installation of Nortel Networks Call Center Reporting 2.5/3.0/3.5 to Nortel Networks Reporting for Call Center.

This chapter tells you what to expect as you read this guide and how information in this guide is presented.

How this guide is organized

The Upgrading from Call Center Reporting to Reporting for Call Center guide is organized according to the following chapters:

How to use this guide Provides a brief overview identifying the organization of

this guide.

Introduction Gives a foundation to the understanding of the upgrade

process and what is involved. Describes some differences between the old architecture products and the new architecture. Answers some questions you may have about the upgrade process.

Installation Describes how to Install Nortel Networks Reporting for

Call Center.

Configuration Describes how to configure Nortel Networks Reporting for

Call Center to the point where you can verify that the installation was successful, and that the Verification stage can be undertaken to confirm that communication has been established with the Call Center.

Verification Describes how to verify that Nortel Networks Reporting

for Call Center is communicating correctly with the Call Center.

References Lists any other documents referenced from within the

body of this document.

Issue 1 (1) Upgrading from Call Center Reporting to Reporting for Call Center

Introduction 3

Introduction

New! Brand New Product Architecture

Nortel Networks Reporting for Call Center has undergone several major changes from previous versions of Nortel Networks Call Center Reporting 2.5/3.0/3.5. Listed below are some main points of difference between the new architecture and the old.

For a full description of the new features of Nortel Networks Reporting for Call Center refer to the Set Up and Operations Guide.

New! Browser Based Interface

Nortel Networks Reporting for Call Center is a new reporting tool for the Call Center in the BCM 3.6 release. It has a browser based interface, visually similar to the Call Pilot Manager. It is accessed from an Internet Explorer browser session in the same fashion as the Call Pilot Manager interface.

New! Web Host PC software

Nortel Networks Reporting for Call Center has a single software installation onto one PC. This PC is the Web Host PC, which acts in a similar fashion to the ‘Master’ PC in the old Nortel Networks Call Center Reporting 2.5/3.0/3.5 streams.

The Web Host PC stores the historical statistical databases. It communicates with the Call Center in order to obtain the historical statistical information and Real Time screen information.

The wallboards are also driven from the Web Host PC.

New! There is No ‘Multiple Client’ software to install

In the Nortel Networks Reporting for Call Center streams the customer had to install ‘Multiple Client’ software onto other PCs in order to view the Real Time screens or Reports from those PCs.

With Nortel Networks Reporting for Call Center the users of those other PCs use Internet Explorer to browse back to the Web Host PC in order to access the Real Time screens and Reports.

There is no longer any ‘Client’ software required for the those other PCs.

New! There is No ‘Upload of Call Center Configuration’

In the Nortel Networks Call Center Reporting 2.5/3.0/3.5 streams the customer had to upload the Call Center configuration in order to see the Agent,, Line and Skillset names in the Reports and

Issue 1 (1) Upgrading from Call Center Reporting to Reporting for Call Center

ntroduction

Real Time screens. If they ever changed the Call Center configuration they had to remember to perform the Configuration Upload step again.

Nortel Networks Reporting for Call Center automatically obtains the information it needs for the Real Time screens and Reports from the Call Center, and does not need to store a copy of the Call Center configuration.

Because of this there is no ‘Upload Configuration’ step required in the configuration and maintenance of the Nortel Networks Reporting for Call Center software.

Can the old Master PC be used as the Web Host PC?

If the PC hardware and Operating System meet the minimum specifications, then the answer is ‘Yes’. See the section Can the new software co-reside with the old software, below.

Do I have to remove the old Nortel Networks Call Center Reporting 2.5, 3.0 or 3.5 software?

No, but you can if it is no longer needed. See the section Can the new software co-reside with the old software, below.

Can the new software co-reside with the old software?

None of the Nortel Networks Call Center Reporting 2.5/3.0/3.5 software is required for the operation of the new Nortel Networks Reporting for Call Center software.

However, the customer may wish to retain the Nortel Networks Call Center Reporting

2.5/3.0/3.5 software in order to allow them to review the historical reports that were gathered with their old system.

Leaving the Nortel Networks Call Center Reporting 2.5/3.0/3.5 Master or Multiple Client software on the PC which is going to be used as the Web Host PC will not affect the operation of Nortel Networks Reporting for Call Center.

The two different applications can co-reside on the same PC with no interaction.

That is, installing Nortel Networks Reporting for Call Center onto a PC on which Nortel Networks Call Center Reporting 2.5/3.0/3.5 is already installed will not cause either of the applications a problem in running.

Note If the Nortel Networks Call Center Reporting 2.5/3.0/3.5 software was configured to drive

any IP wallboards that are going to be driven by Nortel Networks Reporting for Call Center, remember to take them out of the Nortel Networks Call Center Reporting

2.5/3.0/3.5 configurations, otherwise both sets of software will try to drive the wallboards, which will result in the wallboard display flashing back and forth between the two sets of data being sent to it by the two different applications.

Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 (1)

Introduction 5

Note The hardware used as the Master PC for the Nortel Networks Call Center Reporting

2.5/3.0/3.5 software might not by of sufficient specification to support the Nortel Networks Reporting for Call Center software. See the list of requirements below.

Minimum PC and Operating System Requirements

Computer Platform Family

IBM™ Compatible PC

Microprocessor

Intel® Pentium™ III (or equivalent) minimum, Intel® Pentium™ IV (or equivalent) recommended.

Microprocessor Speed

400 MHz minimum, 1.0 GHz recommended

Memory

64 MB minimum, 128 MB recommended

Networking Components

Network Interface Card TCP/IP protocol

Other Requirements

SVGA display Mouse (or other Windows® compatible Pointing Device) Microsoft Internet Explorer version 5 or higher

Operating Systems

Microsoft Windows NT 4 Service Pack 6a Microsoft Windows 2000 Service SP2 Microsoft Windows XP Professional

Web Server

Microsoft Internet Information Services 4 or higher

Hard Disk Space Required

For installation of application on Web Server: 20 MB Storage space required for Historical Data: (approx) 256 bytes per call.

Operating System Compatibility

Nortel Networks Reporting for Call Center has been verified for correct operation on the following Operating Systems:

Operating System Version

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Windows NT 4.00.1381 Windows 2000 5.00.2195 Windows XP Professional Version 2002

Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 (1)

Installation 7

Installation

Introduction

This chapter describes the installation prerequisites and how to install the Nortel Networks Reporting for Call Center software on the Windows Personal Computer you wish to use as the Web Host PC. The Web Host PC is the one which will communicate with Nortel Networks Call Center. The Web Host PC also stores the Call Center statistical database and the Nortel Networks Reporting for Call Center user interface, which is configured as a web site.

Other network users can use Internet Explorer to browse to the Nortel Networks Reporting for Call Center web site on the Web Host PC to access the software features and obtain Real Time displays and Reports.

Installation prerequisites

Before you install Nortel Networks Reporting for Call Center software, you must:

1. Be familiar with the Call Center and the Windows TM operating system used by your Web

Host PC

2. Ensure that the Call Center is installed and configured.

3. Ensure that the Call Center platform is connected to, and is operational on, the network to

which the Nortel Networks Reporting for Call Center Web Host PC is connected.

4. Ensure that Microsoft Internet Information Services is installed and operational on the Web

Host PC

It is recommended that you ensure that you have made your Web Host PC Internet Information Services installation as secure as possible. Generally this

involves loading security patches and/or service packs for Internet Information Services and for the operating system of the Web Host PC. These are made available free of charge by Microsoft. Contact your network Administrator for further advice.

Now you are ready to install the Nortel Networks Reporting for Call Center software from the Call Center platform.

You must have Administrator’s rights for the installation to be successful. If you do not have Administrator’s rights for the PC on which you wish to install

Issue 1 (1) Upgrading from Call Center Reporting to Reporting for Call Center

Nortel Networks Reporting for Call Center, the installation will be halted and you will be requested to log out and log back in with Administrator’s rights.

Installation

Installing Nortel Networks Reporting for Call Center software

By default, Nortel Networks Reporting for Call Center software creates a folder called \Program Files\Nortel Networks\Nortel Networks Reporting for Call Center on the installation drive of

the Web Host PC. This folder contains the application files used by Nortel Networks Reporting for Call Center. It also contains the Nortel Networks Reporting for Call Center configuration and statistical database.

Note: Before Nortel Networks Reporting for Call Center will operate correctly, you must enable the Call Center Reporting Software Keycode. For Software Keycode information, refer to the Software Keycode Installation Guide.

TCP/IP Protocol

The Call Center platform and Nortel Networks Reporting for Call Center use the industry standard TCP/IP protocol for communication between the Call Center and the Nortel Networks Reporting for Call Center Web Host PC. This means the Windows Network component is required for the Nortel Networks Reporting for Call Center Web Host PC.

The Nortel Networks Reporting for Call Center installation process does not install the Windows Network component. For instructions on installing the Windows Networking component, refer to your network or Windows documentation.

Checking whether the Windows Networking Component Is Installed

To check that the Windows Network component is set up properly on a PC in order for it to operate as a Web Host PC, the following steps must be performed:

Note: If your company has a network administrator, check with your administrator before

changing any network configuration parameters.

1. Start the Windows system on the PC that will have the Nortel Networks Reporting for Call

Center application installed.

2. On the Windows taskbar, click Start, point to Settings and then click Control Panel. The

Control Panel window appears.

(If you are using the Windows 2000 operating system, double click instead on Networking and Dial-up Connections. The Networking and Dial-up Connections window appears)

(If you are using the Windows XP operating system, point to Start, Connect to and then click on instead on Show All Connections. The Networking Connections window appears)

3. Double click on the Network icon . The Network window appears with the

Configuration tab displayed.

(If you are using the Windows 2000 or Windows XP operating system, right click on the

Local Area

Connection icon and then click on Properties.)

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